AccountId: 011433970860
ContactId: 2c4d188e-d8f9-4b56-bd39-95fa9c4a92db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314489 ms
Total Talk Time (AGENT): 141026 ms
Total Talk Time (CUSTOMER): 94898 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2c4d188e-d8f9-4b56-bd39-95fa9c4a92db_20250408T12:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][MIXED] I'm great. But, I was trying to submit some disability forms.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And when you go into the portal.
[CUSTOMER][NEGATIVE] It never let me submit them all at one time, so I have to do it like in 3 transforms to do it.
[CUSTOMER][NEUTRAL] And it let me do it too, but it won't let me submit the rest.
[AGENT][NEUTRAL] Wait, so you're trying to submit a claim and usually it lets you submit it altogether, but now it's making you break it up?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] You know, it never let me submit it all together. I have to break them up like two forms at a time and send them in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it let me send in two, but then when I go to send the rest it's saying uh error.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the portal.
[AGENT][NEUTRAL] Let me take a look. Um, we haven't been told there's any like tech issues, but I can definitely try to assist. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 02243426.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, and I'm in your policy. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The mailing address is [PII] and email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is the verification of benefits, not a guarantee of payment. Hold on one moment, I'm just logging into the online service center so I can try to see if there's any errors on our end.
[AGENT][NEUTRAL] Or anything flagged on yours. Hold on one second.
[AGENT][NEUTRAL] it's showing active.
[AGENT][NEUTRAL] Did you try to log out and come back in?
[CUSTOMER][NEGATIVE] Yeah, I've been trying to get this done for 2 days and it keeps saying error.
[CUSTOMER][NEUTRAL] They let me do 2 this morning. And I was then went back the same era.
[AGENT][NEUTRAL] Are they, so it's claim forms?
[AGENT][POSITIVE] Or it's just documents? OK. OK. I was thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's the uh UTB that claim forms.
[AGENT][NEUTRAL] OK, only.
[CUSTOMER][NEGATIVE] They have to send in every month.
[AGENT][NEUTRAL] Yes, the only reason I'm asking um to see what it was, I was gonna give you our email, but if it's claims forms, we can't accept those through email, um.
[AGENT][NEUTRAL] Let's see what our other options are because everything looks OK on our end. The only other thing I can do is send an email over to the troubleshooting team, but you do have the option to fax it or mail it if you like as well.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] Our fax number is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 877
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 36594.
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now,
[CUSTOMER][NEUTRAL] If I fax them over, do I just need to put the claim number on the top of each one of them?
[CUSTOMER][NEUTRAL] Or what?
[AGENT][NEUTRAL] Oh no, if you fax it, the because the claim form asks for your um your policy number, so you really don't have to add anything because we'll just, we'll just pull it from the policy number and go from there.
[CUSTOMER][NEUTRAL] OK, but I'm saying, do I need to write a policy number on each page or what?
[AGENT][NEUTRAL] You don't have to because you have to write it in your claim form, so we'll already have the policy number. Um, you can put attention APL claims department if you'd like, but it's already on the form once you fill it out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yes, on the phone.
[CUSTOMER][NEUTRAL] OK, now once I fax this, when should I check back to make sure y'all receive this?
[CUSTOMER][NEUTRAL] Cause I know I once before she told me to take a few days for y'all to upload stuff.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I would usually say if you like if you were to fax it today is Tuesday, I would call it probably Wednesday or Thursday. Most I would probably do Thursday, um, to give document management time to put it up so we can see that it's here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then, I'm gonna fax them right now.
[AGENT][NEUTRAL] All right, Mr. [PII]. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, my phone.
[AGENT][POSITIVE] Well, I'm glad I could assist you and thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you, same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hello.